SpeakersAgendaWhy attendPartnersVenue
Locations ▼
Text here
Text here
Sign In
Register
SpeakersAgendaWhy attendPartnersVenue
Locations ▼

Get invited

Register

Request to partner

Request your invite

Call to action
Your text goes here. Insert your content, thoughts, or information in this space.
Button

Back to speakers

Kristi
Faltorusso
Chief Customer Officer
Kristi Faltorusso
Kristi Faltorusso is a six-time Top 25 Customer Success Influencer, executive advisor, and founder of Kristi Faltorusso Consulting. With over 13 years of experience building and scaling Customer Success organizations in SaaS, she’s held senior leadership roles, including Chief Customer Officer, helping companies drive retention, expansion, and long-term customer value. Kristi works with founders, executives, and CS leaders to design modern Customer Success strategies that align sales, onboarding, adoption, and growth. Known for her candid, practical, and no-BS approach, she blends real-world experience with proven frameworks to help teams move from reactive support to proactive revenue impact. She’s also the creator of The Journey newsletter, host of multiple podcasts, and a sought-after speaker and workshop leader in the global Customer Success community.
Button
24 September 2026 09:00 - 09:15
Chairperson opening remarks
We kick of the Chief Customer Officer summit with some opening words from our chairperson and a quick icebreaker to get acquainted with the rest of the attendees.
24 September 2026 16:45 - 17:00
Chairperson closing remarks
And that's a wrap! We close with a few words from our chairperson before heading into happy hour.
24 September 2026 09:15 - 09:45
Fireside Chat | The attribution gap: Understanding what customer success actually contributes
CCOs are being asked to show what their customer org contributes to revenue, and to show it at board level. NRR now gets discussed next to AI spend, headcount plans assume AI will cover the growth, and many AI initiatives are still stuck in pilot mode. This fireside chat looks at what separates customer orgs that have been changed by AI from those still experimenting with it. It covers real workflows that changed, where the case linking AI investment to retention usually falls apart in the boardroom, and why transformation efforts stall before they reach measurable results. Key learnings: - The clearest signs your customer org has moved from AI experimentation to real change - Where the link between AI spend and NRR breaks down, and how to present it to your board - Where scaling without adding headcount has held up in practice, and where it hasn't - What to check first when AI work is stuck in pilot mode, before blaming the tool